CRM Systems Trainer

5 months ago

Reading, United Kingdom Porsche Cars GB Ltd Full time

**About Us**:
We are Porsche. We are home to what is, in the extraordinary scale of the automotive world, a small family of passionate enthusiasts - established in 1948 and run in Stuttgart to this day by the same family that bears the company name.

In the UK, we are trusted to represent and care for some of the most exciting, fastest, most advanced and beautiful cars ever created. We work with incredible and often inspiring customers who rightly expect our performance and ambition to match that of our cars.

Being relatively small means we are agile - an environment in which creativity thrives. It also means every one of us makes a difference. When it comes to creating our cars, we sweat the small stuff and we truly care about every part of our business - whether on the road, competing on the track or in styling and dynamics. We are aiming to establish the benchmark in an industry in which the bar is set very high.

**Role Overview**:
**CRM System Training and Project Lead**

Responsible for managing and conducting the CRM Training programme for the UK Porsche Centre Network. This involves covering all 47+ UK Porsche Centres, engaging with various levels from Centre Management through to Sales Executives and Administrators.

Tasked with ensuring that all (new and existing) users have adequate knowledge on the technical usage of our CRM systems, whilst crucially imparting a wider understanding of the impacts of correct vs. incorrect usage and **why** it’s important to do things the right way.

Joint project management of the PCGB Customer Journey programme, an important Porsche Strategy initiative. Working closely in a cross-functional project team, who are tasked with the design, development, and implementation of a luxury Customer Journey aiming to keep the excitement alive in a dynamic customer driven buying and owning Porsche lifecycle.

Leading all PCGB CRM strategic projects which require Centre level engagement, feedback & deployment, as well as any internal projects that require additional support. This can involve supporting both PAG and PCGB led CRM projects, whilst also being responsible for proactively engaging with the Centre network to establish, assess, and deliver local system and process improvements.

The role requires strong relationship management skills to successfully engage with our Centre partners, but also to manage supporting agencies. Due to the nature of the role, there will be a requirement to travel on a frequent basis, to enable in-person support for the various Porsche Centres across the UK.

**Requirements**:
**Key Competencies**:

- Communicating & influencing
- Decision making and problem solving
- Working in cross-functional teams
- Improving for excellence
- Planning & organising
- Delivering excellent service
- Customer focus
- Ability to balance field-based work, remote working & Head Office time
- Commercial Awareness

**Background & Knowledge**:

- Project Management & agile methodology
- Training delivery
- People Management & influencing others
- Knowledge of DMS systems - CDK & Pinewood
- Knowledge of CRM systems and processes
- Analytical and conceptual thinking
- Desire and aptitude to be self-motivated and autonomous
- Knowledge of the automotive industry
- Understanding of Sales/Aftersales/CRM
- Problem solving & continuous improvement
- Excel, PowerPoint - Intermediate level
- Commercial awareness

**Key Responsibilities**
- Responsible for owning and delivering the Centre Network Training Programme for the Porsche CRM systems whilst keeping on top of quarterly system Releases. This includes both new starter and refresher training to ensure all relevant network staff understand the technicalities and importance of using the system correctly, as well as covering the frequent system updates.
- Being comfortable facing confrontational and difficult conversations and using persuasion and influencing techniques to achieve our desired outcome.
- The ability to deliver a true ‘hearts and mind’ approach, conveying the rationale for **why** they need to follow the correct processes, as well as just the technical know-how.
- Helping drive the PCGB Customer Journey Programme forward by designing a luxury experience for our customers. Ensuring that we can deliver a preference-based experience through both sales and aftersales initiatives. Working closely with a cross functional PCGB team, our central colleagues in Germany, and our Centre Network to deliver this
- Proactively engage with Porsche Centres and Regional Managers to establish system and process needs that are currently unmet by Porsche, to create a backlog of potential CRM strategic projects
- Engage with internal departments to understand unmet CRM needs
- Investigate and prioritise identified potential projects and create proposals for the delivery of these future strategic projects
- Deliver approved local projects, from planning to implementation
- Successfully manage budgets, as required, on the va

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